Consumer duty: Are you measuring what really matters?
If you’re working in financial services, Consumer Duty is no longer a theoretical requirement — it’s a live regulatory expectation. The FCA’s recent review makes one thing clear: firms must demonstrate that they are genuinely monitoring and improving customer outcomes, not simply completing processes.
While some organisations are setting a strong benchmark, others are falling short by focusing on activity rather than impact.
What the FCA review makes clear
The FCA’s findings highlight a growing divide in how firms approach Consumer Duty. Strong performers are able to show:
Clear definitions of customer outcomes
Meaningful metrics linked to real customer experiences
Comprehensive use of data across the customer journey
Evidence of action taken when outcomes fall below expectations
In contrast, weaker approaches tend to rely on repackaged satisfaction scores or NPS-style reporting, with little connection to whether customers are actually receiving good outcomes. The FCA has been explicit: this type of approach will be viewed as poor practice.
Why process alone is not enough
Consumer Duty is outcome-focused by design. Simply proving that steps have been followed is no longer sufficient. Firms must be able to demonstrate that their customers are experiencing fair value, appropriate support and positive outcomes across every stage of the journey.
This requires insight that goes beyond surface-level metrics and looks at behaviour, experience and vulnerability in the round.
How trueology supports consumer duty delivery
One of trueology’s core services is helping financial services firms navigate complex regulatory and reporting landscapes with confidence.
Our work supports Consumer Duty through tailored, insight-led approaches, including:
Segmented customer outcome frameworks
Interpretive analysis that explains why outcomes occur
Customer journey scoring across key touchpoints
Vulnerable customer mapping to identify risk and support needs
Insight into how employee roles and behaviours impact outcomes
This ensures firms can evidence not just compliance, but understanding and action.
Moving beyond compliance to confidence
Meeting Consumer Duty expectations is not about ticking boxes. It’s about building a robust, evidence-led understanding of customer experience and using that insight to drive better decisions.
Our expertise helps organisations go beyond minimum regulatory standards — strengthening trust, improving outcomes and embedding insight into everyday decision-making.
Strengthen your consumer duty strategy
If you’re reviewing your Consumer Duty approach or want confidence that your outcome monitoring stands up to regulatory scrutiny, we’d be happy to help.
Need confidence in your consumer duty approach?
Get in touch to discuss how trueology helps firms evidence customer outcomes and exceed regulatory expectations.
